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Service Delivery Technician

Overview

Put your combination of hands-on desktop support expertise and strong customer service skills to work at our San Antonio Regional Office. As the on-site technician, this role provides direct technical support to local staff while also contributing to centralized Service Desk operations. This position offers the opportunity to broaden your technical skill set, support a diverse user base, and deliver high-quality, customer-focused IT services in a dynamic environment.

Responsibilities

Serve as the primary on-site technical support resource for the San Antonio Regional Office, providing timely, professional assistance to local staff
Coordinate with colleagues on the configuration, setup, deployment, and delivery of computer hardware, peripherals, and software
Monitor, manage, and resolve incidents and service requests through the Service Desk queue in accordance with established service level agreements
Provide in-person and remote support via phone, chat, email, and ticketing systems
Troubleshoot, repair, and maintain desktop and laptop systems, printers, mobile/handheld devices, and related peripherals
Assist with departmental moves, adds, and changes, including workstation setup and equipment relocation
Remain current on technical issues, trends, and resolutions related to supported hardware and software
Assist with testing and evaluating new hardware and software in support of future deployments and standards
Document issues, resolutions, and procedures to support knowledge sharing and continuous improvement
Support team objectives by identifying training needs, sharing knowledge, and assisting colleagues as needed

Requirements

1+ years of relevant experience
Demonstrated experience providing desktop and end-user hardware and software support
Experience working in or alongside a Service Desk/Help Desk environment
Strong communication, interpersonal, and customer service skills
Ability to manage multiple priorities in a fast-paced environment while working both independently and as part of a team
Ability to lift and move equipment weighing up to 50 pounds
High school diploma or equivalent

Recommended Qualifications

Associate's or bachelor's in information technology or a related field
Experience supporting users both on-site and remotely
A+, or similar technical certification
Proven ability to troubleshoot issues, recommend solutions, and follow issues through to resolution

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The Company

At Esri, diversity is more than just a word on a map. When employees of different experiences, perspectives, backgrounds, and cultures come together, we are more innovative and ultimately a better place to work. We believe in having a diverse workforce that is unified under our mission of creating positive global change. We understand that diversity, equity, and inclusion is not a destination but an ongoing process. We are committed to the continuation of learning, growing, and changing our workplace so every employee can contribute to their life's best work. Our commitment to these principles extends to the global communities we serve by creating positive change with GIS technology. For more information on Esri's Racial Equity and Social Justice initiatives, please visit our website here.

If you don't meet all of the preferred qualifications for this position, we encourage you to still apply!

Esri is an equal opportunity employer (EOE) and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need reasonable accommodation for any part of the employment process, please email askcareers@esri.com and let us know the nature of your request and your contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this e-mail address.

Esri Privacy Esri takes our responsibility to protect your privacy seriously. We are committed to respecting your privacy by providing transparency in how we acquire and use your information, giving you control of your information and preferences, and holding ourselves to the highest national and international standards, including CCPA and GDPR compliance.

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